Cant answer calls from a response group on USB headset

[philmartin79]

Hi All,

I am having a bit of trouble with a response group I have setup.

Its a pretty simple response group and it routes as it should to the people it should. The issue is when people are answering the calls.

When a call comes through to the user and they click 'accept' on the toast pop up tha call is answered on the handset loudspeaker. It should be answered on the USB headset as all other calls are. We know the headsets are working as a call to the user direct goes through to the headset when accept is clicked on the toast. And this is the same for all 4 of the agents.

Is this by design or is there something I am missing. I should note that the calls are coming from an extension on a Nortel site and being diverted to Lync from another office, but I dont think this has any bearing on the headset issue.

Can anyone help?!?

many thanks.

 

[58sniper]

So - once the call comes in, can you successfully change which speaker/headset it's going to? You should be able to.

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[philmartin79]

Once the call has been answered on the handset speaker phone you can then transfer it to the USB headset. But I'm sure this isnt how it should work. If it is, its pretty poor as the person on the other end will be trying to speak to you whilst you are on speaker then moving to the headset.

On the Lync client the headset is set to be the default audio device for audio calls. Surely there is a way on answering response group calls on the headset.